Email alerts and app emails

Ticket email alerts (Pro and above)

On Pro, Pro+ and Scale, Lumen can email your team for every new ticket: handoffs, change requests and order problems.

Alerts are sent when:

• your plan is Pro or above,
• Human handoff is on, and
• an Escalation email is set.

Free stores still get every ticket in Tickets, but no alert emails.

Set the escalation email

1. Go to Apps → Lumen → Settings → Human handoff.
2. Make sure the handoff toggle is on.
3. Enter the address in Escalation email. If it's empty, Lumen pre-fills your Shopify account email.
4. Click Save.

Use an inbox your team watches. A shared inbox works well, and so does your help desk's inbound address (Zendesk, Gorgias, Freshdesk, Help Scout and similar), so each alert becomes a help desk ticket.

If handoff is on but no escalation email is set, the dashboard shows a warning, and Lumen emails your store owner address asking you to add one.

What's in the alert

• Subject with the priority, ticket number and order number.
• Ticket number, store, order, shipment state, priority, category and sentiment.
• The customer email from the order, when available, so you can reply.
• A summary and the recommended next action.
• The policy Lumen used, if any.
• The conversation, with email addresses inside it redacted.
• An Open ticket in Lumen button.

Test it

1. Open your storefront chat and verify a test order.
2. Type "I'd like to talk to a person".
3. Check the escalation inbox and your spam folder.

If you turned on Still need help? for the tracking page, you can also test with that.

Other emails Lumen sends

Lumen doesn't email your shoppers.